MS3 Case Study

June 06, 2017

Brand reputation is a main contributor when it comes to a consumer’s buying habits, so how can your organization be sure that customers are likely to buy and recommend your products/services? The Net Promoter Score can reveal this exact information and provide business leaders with insight about the organization’s reputation in the marketplace. Learn more about various techniques companies can use to increase their Net Promoter Score as discussed at a recent Think IT meeting.

A Net Promoter Score is an index that measures how likely it is that your customer would recommend your organization’s product or service to someone else. With that being said, do you think your customers would recommend your brand to others? The answer should be “yes”, but unfortunately this isn’t always the case.

Having a high Net Promoter Score with your customers is key as it predicts growth and measures customer experience. Jim Bird, VP of Technology at Braun Intertec, and Tami Morton, IT Service Management Manager at Prime Therapeutics, shared their knowledge on Increasing Your Net Promoter Score at last week’s Think IT Leadership meeting. Members walked away with some techniques that they can implement within their organizations to improve customer experience.

Every company’s customers can be divided into three different categories:

Promoters: Customers that are loyal to your brand and would easily recommend/refer your product/service to others

Passives: Customers that are satisfied, but could be persuaded to buy from a competitor; they are less likely to refer your brand to others

Detractors: Unhappy customers that have the potential to harm company growth due to negative word-of-mouth.

The ideal situation is pretty obvious. You want most your clients to be promoters, actively recommending your brand to others, and you want your passives and detractors to move toward the promoter category. But how do you do this? Well, it’s relatively simple, but will take time and effort!

Jim and Tami shared five strategies that you can implement if you are looking to increase your score.

Engagement Strategies:

20% Follow-up

Team Engagement Through People Leadership

FiIT (Friend in IT)

Process vs. Customer Service (Leave the Process at the Door)

When We Are at Our Best

Due to limited time, the group dove deeper into two of the strategies, FiIT and Team Engagement Through People Leadership.

FiIT (Friend in IT): This is a strategy that Jim has implemented in his organization and he has seen positive reinforcement. The concept of FiIT is simple: make a conscious effort to spend non-transactional time with your customers. Take the time to develop relationships and get to know your customers on a personal level because doing so will increase trust, which is huge.

Team Engagement Through People Leadership: Employee Satisfaction = Customer Satisfaction. The happier your employees are, the more likely they will deliver higher quality work to your customers. It’s important that, as a leader, you make it known that the work your team does is valued.

Having a high Net Promoter Score is key, but increasing your score isn’t something that will happen overnight. As with anything of great importance, it will take time and conscious effort!

What other strategies can you implement to increase your Net Promoter Score?